The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

Virtual Sticky Notes

20 June, 2020 by James Lawther Leave a Comment

Tools of the Trade I spend a lot of my time with sticky notes in workshops, helping organisations run better.  There are two parts to my job. Working out what needs fixing Persuading people to fix it Part 1: Working out what to fix This bit is straightforward.  You work on the gaps.  People are […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: communication, tools to do the job, workshop

Free Gym Membership Anyone?

11 November, 2014 by James Lawther 5 Comments

gym membership

Morale is low… It is a big problem, staff turnover is high, skills and expertise are walking out of the door at an alarming rate and my business is heading for a melt-down. Two solutions have been put forward: Solution 1. 1. Review the benefits package, make it more competitive. Do some job matching and pay over […]

Filed Under: Blog, Employee Engagement Tagged With: empowerment, incentives, pride in the job, tools to do the job

Does the Small Stuff Matter?

1 December, 2012 by James Lawther 3 Comments

How you set your stall out matters.  Even the small things make a huge difference to what your customers think and the way they act.  The design critic Donald Norman made the point beautifully in his book The Design of Everyday Things discussing domestic cookers… Are the controls and gas rings arranged like this:   […]

Filed Under: Blog, Process Improvement Tagged With: error proofing, service design, tools to do the job

Keep Your Mouth Shut

3 April, 2010 by James Lawther Leave a Comment

My drain is blocked, I have been ignoring it.  I really don’t fancy unblocking it, but as it is getting warm it is starting to smell.  It needs to be fixed. I bought a set of rods and a plunger home, as I was getting out of my car my neighbour gave me some advice: […]

Filed Under: Blog, Process Improvement Tagged With: capability, process control, tools to do the job, video, waste

If a Job’s Worth Doing

25 December, 2009 by James Lawther Leave a Comment

It is worth doing well.  God alone knows what the neighbours think. Happy Christmas

Filed Under: Blog, Process Improvement Tagged With: bling, Christmas, continuous improvement, make it so good they will want to come back and bring their friends, tools to do the job, video

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Regression to The Mean

  • Glory Lasts Forever

  • Fish Bone Diagrams – Helpful or Not?

  • Brilliance Alone Won’t Take You Far

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in